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In this scenario, the Source Agent puts the customer call on hold while initiating a Consult Transfer call to the Destination Agent. After the necessary information is obtained, the Source Agent drops the call with the Destination Agent and resumes the call with the customer. This can be configured in the Source Agent Behavior by adding a Request Transfer Cancel Activity.

This Behavior can be configured in the Source Agent Behavior by adding a Request Transfer Cancel Activity.

1. Add the Wait Ringing and Wait Answer Activities.
   Note:

   • If the Virtual Agent is not configured for auto answer, add a Request Answer Activity before the Wait Answer Activity.
   • Third party Answer Call request is currently not supported for the Cyara-emulated SIP extensions. To know if your PBX supports third party call control, check with your PBX vendor or documentation.
2. Add the Request Transfer Consult Activity so that the Source Agent sends a consultation request to transfer the call to the Destination Agent while the call with the customer is put on hold. This is similar to a two-step transfer.
3. Add a Wait Transfer Consult Activity so that the Source Agent waits for the Destination Agent to accept the incoming call.
4. Add the Request Transfer Cancel Activity so that Source Agent requests a transfer cancellation.
5. Add a Wait Transfer Cancel to disconnect the call with the Destination Agent and automatically resume the call with the customer. Adjust the Min/Max Time as per the requirements.
6. Add the Request Release and Wait Release Activities so that the Source Agent exits the customer call.
   There is no change required for the Destination Agent Behaviour for Consult Transfer Cancel Acitivity.